Marissa D. Email and Phone Number

- Utilizes stellar customer service in order to educate owners on animal behavior, parasite prevention, diagnostic testing, surgical procedures, vaccinations, and proposed medical care for their pet. - Communicates with clients to review a patient’s medical history, gather information about their current health, and present estimates to obtain permission for annual wellness, medical/sick, and behavioral appointments.- Restrains cats and dogs using Fear Free restraint techniques during physical examinations, medical treatments, radiographs, surgical preparation, & recovery. - Presents the reason for a patient’s visit, symptoms described by the owner, and declined services to the doctor. - Assists technicians in taking radiographs, monitoring patients under sedation, taking care of hospitalized patients, and performing treatments under the guidance of doctors. - Answers client questions while discharging patients and passes along information from the doctors such as medication instructions, purpose of recheck visits, or instructions for proper care that should be followed at home. - Works alongside Licensed Veterinary Technicians to prepare patients for surgery, monitor vitals while under anesthesia, and care for patients while they recover from surgical or dental procedures.

- Restrained exotic animals as well as dogs & cats during physical examinations, medical treatments, and radiographs. - Cross-trained in answering incoming calls and scheduling appointments to help the receptionist team. - Utilized stellar customer service in order to educate owners on animal behavior, parasite prevention, diagnostic testing, surgical procedures, vaccinations, and proposed medical care for their pet. - Communicated with clients to review a patient’s medical history, gather information about their current health, and present estimates to obtain permission for annual wellness, medical/sick, and exotic animal care appointments.- Presented the reason for a patient’s visit, symptoms described by the owner, and declined services to the doctor. - Answered client questions while discharging patients and passed along information from the doctors such as medication instructions, purpose of recheck visits, or instructions for proper care that should be followed at home.

- Performs duties of Senior Plasma Center Technician as well as key leadership roles including supervising daily operations in place of center management. Considered a leader in the areas of donor entry, medical history, plasmapheresis, sample processing, plasma storage, and shipment of plasma units and samples for laboratory use. - Used a sterile technique to perform venipuncture using a 17-gauge needle to connect donor to disposable set or to collect whole blood samples in vacutainer tubes when requested by the lab. - Collects samples for every unit of plasma that is collected during daily production for nucleic acid testing (NAT) and serological testing. Obtains serum from blood fractionation via centrifuging to be used in serum protein electrophoresis (SPE) for each donor every 3-6 months. - Strictly manages time while in the lab to ensure proper storage of plasma units inside the freezer within 30 minutes of a plasmapheresis procedure ending.- Demonstrates patient-first attitude when interacting with donors or troubleshooting phlebotomy-related issues. Models excellent customer service and work ethic for peers and trainees.

- Hired a team of 19 seasonal educators and trained them in interpersonal and public speaking skills to raise public awareness on conservation concerns in alignment with John Ball Zoo’s mission and core values. - Scheduled & managed the day to day operations of the Education department. Fostered positive relationships between team members through modeling interactions, team-building exercises, and use of creative incentives.- Reviewed performance of team regularly to locate areas that needed further training. Monitored staff attendance and timeliness to scheduled zoo events to ensure best use of organization’s budget. - Led private behind-the-scenes tours providing individualized and memorable experiences. Exceeded guest expectations through energetic interactions and active listening to guest questions & concerns while following protocols to ensure guest safety.- Transported & handled the zoo’s collection of domestic and exotic ambassador animals for educational purposes.

- Interpreted animal behavior to large and small groups of guests during Daily Animal Presentations, such as feedings or trainings, in order to inspire the local Grand Rapids community to participate in conservation efforts. - Utilized training in animal handling techniques to transport & handle the zoo’s collection of domestic and exotic ambassador animals for educational purposes. Combined knowledge of animal behavior with relationship to each ambassador animal to monitor and react to signs of illness or stress. - Coordinated guest parties and special events ensuring excellent customer satisfaction.